Complaints

Hearing Link is committed to delivering a high standard of service to anyone who engages with our work.

We will always strive to get things right first time, every time but there will be the odd occasion when things do not go according to plan or a mistake is made. Your comments are vital to us so that we can learn from these situations and avoid them in the future, as well as take any appropriate action to deal with your concern.

We are keen to hear from you if you believe we have fallen short of the high standards we set ourselves.

We promise to deal with your complaint efficiently and in the following way;

The appropriate manager will acknowledge your comments and respond to them within five working days of receipt.

In most cases we would expect the manager to be best placed to agree an informal solution with you within the next five working days.

If the issue needs to be escalated to a more senior level, we will advise you of our intentions to do so and aim to provide a response at that level within ten working days.

If we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.

If you are unhappy with any aspect of our response you can write to us again with your concerns and, if appropriate, our findings and proposed resolution will be appraised as appropriate.

In order for us to make a thorough investigation, we ask that you submit your complaint to us either by email at enquiries@hearinglink.org or in writing to Hearing Link, 23 The Waterfront, Eastbourne, BN23 5UZ.